Nuance announced Social Media Engagement, an expansion to its Digital Engagement Platform, that allows brands to engage with consumers directly on social channels using the same platform that is powering their traditional customer care programs. The new capability utilizes artificial intelligence to listen to consumer conversations on social networks and intelligently interact with them in context through messages, posts, and comments. Continue reading Nuance Harnesses AI to Turn Customers into “Friends”; Adds Social Media Engagement to Digital Portfolio
Eckoh plc, the global provider of secure payment products and customer contact solutions, has received ‘notice of allowance’, indicating that a patent will be granted for the innovative audio tokenisation process which helps Eckoh deliver its industry-leading contact centre de-scoping solution, CallGuard. Continue reading Two new patents underpin Eckoh’s US revenue and deliver payment innovation
Noble Systems, a global leader in omnichannel contact centre technology solutions, has received the Frost & Sullivan 2017 Market Share Leadership Award for the North American Outbound Dialling Systems market. The award marks the fifth consecutive year that Noble has been ranked as the market leader. Noble’s key performance drivers, which include depth of innovation, strength of offering, and ownership experience, set the company apart from other vendors. Continue reading Noble Systems Receives Frost & Sullivan’s Market Share Leadership Award for Fifth Consecutive Year
Kura and Inisoft commissioned ContactBabel, a leading contact centre analyst firm, to survey over 100 senior decision makers and understand the state of the industry from a leader’s perspective. Continue reading New research points to a potential leadership crisis within the contact centre industry
TeleTech, a leading global provider of customer experience, engagement, and growth solutions delivered through its proprietary end-to-end Humanify™ Customer Engagement as a Service offering, announced the majority acquisition of Motif, a leading digital trust and safety services company based in India and the Philippines. The acquisition will be immediately accretive. Continue reading TeleTech Announces Acquisition Of Digital Customer Experience Company, Motif, Inc.
Clarabridge, the leading provider of Customer Experience Management solutions for the world’s top brands, has announced several key updates to its customer intelligence platform. Building on its industry-leading text analytics engine, these new features make it easier than ever for users to understand how customers are feeling and drill down to root-causes. Continue reading Clarabridge Announces Platform Updates for Richer Customer Sentiment Analysis and Enhanced Data Insights
Bharti Airtel Limited, India’s largest telecommunications services provider, and Amdocs, a leading provider of software and services to communications and media companies announced a strategic partnership creating an innovation foundry to bring exciting new services to Airtel’s customers in India. Continue reading Airtel Partners With Amdocs for Innovation
LogMeIn announced that Nanorep, its innovative digital self-service, chatbot and virtual assistant solution, has been named the winner of the 2017 KMWorld Promise Award sponsored by KMWorld Magazine. The KMWorld Awards recognize companies that implement and integrate knowledge management practices into business processes and work with clients to ensure they reach their goals. Continue reading LogMeIn Wins 2017 KMWorld Promise Award for Artificial Intelligence Solution, Nanorep